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Job Details

ADVANCED CONTACT TEAM ADVISOR

Company name
Central Refrigerated Service, Inc.

Location
Phoenix, AZ, United States

Employment Type
Full-Time

Industry
Customer Service, Call Center

Posted on
Jan 04,2019

Valid Through
Apr 19,2019

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ADVANCED CONTACT TEAM ADVISOR

Req #: 13213

Location:

Phoenix, AZ

Job Category:

ON ROAD-ACT

Employment Type:

Full-Time Regular

Exempt/Non-Exempt:

Non-Exempt

Assess each situation independently and take action accordingly; make effective decisions by gathering sufficient data, documenting clearly, making calls and asking questions when necessary.

Negotiate directly, all costs incurred during accidents and equipment breakdown to locate and hire the best-qualified vendor in the best interest of the company; authorize repairs within appropriate level of authority.

Investigate and recover all warranties possible during the vendor selection and outside repair process.

Ensure minimum down time and maximum equipment utilization during the equipment repair/storage cycle; report all down units to the appropriate OE for down time and case number.

Control payments issued through purchase order, advance funds to Com-Data fuel card, Pinnacle, MVP Preferred, Fleet charge accounts and virtual Master card.

Act as liaison for internal communications between designated department personnel and leadership representatives, as well as field investigators in serious accidents, injuries, cargo losses and breakdowns.

Meet all department Key Performance Indicators (KPI's) as indicated by leadership team.

Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations.

Perform additional responsibilities as assigned by leadership including additional ACT responsibilities such as Warranty Box, Ven-Invoice, spreadsheets and Macros 55 and 40.

Skills: Intermediate computer literacy and ability to type 25 words per minute; exceptional customer service and communication skills; ability to multitask and handle high call volume; ability to work scheduled shift with flexibility to cover other shifts.

Education: High School Diploma or GED.

Experience Required: Customer service experience required. call center experience preferred; mechanical experience a plus.

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Job Overview

Primary Purpose and Essential Functions: Answer all Advanced Contact Team (ACT) department inbound calls including vendor, breakdown, fuel, lumper, etc.; gather and document available pertinent information to initiate/create a claim or repair order, as well as notify appropriate response personnel. Facilitate necessary repair of equipment during breakdown and accident repair cycles; obtain maximum equipment utilization to minimize overall costs. Assist callers in the equipment troubleshooting process, ensuring timely repairs; respond to incoming phone calls and QualComm messages, owner-operators and lease owner-operators with breakdown repairs, accidents and claims. Facilitate repair creation accordingly.

Assess each situation independently and take action accordingly; make effective decisions by gathering sufficient data, documenting clearly, making calls and asking questions when necessary.

Negotiate directly, all costs incurred during accidents and equipment breakdown to locate and hire the best-qualified vendor in the best interest of the company; authorize repairs within appropriate level of authority.

Investigate and recover all warranties possible during the vendor selection and outside repair process.

Ensure minimum down time and maximum equipment utilization during the equipment repair/storage cycle; report all down units to the appropriate OE for down time and case number.

Control payments issued through purchase order, advance funds to Com-Data fuel card, Pinnacle, MVP Preferred, Fleet charge accounts and virtual Master card.

Act as liaison for internal communications between designated department personnel and leadership representatives, as well as field investigators in serious accidents, injuries, cargo losses and breakdowns.

Meet all department Key Performance Indicators (KPI's) as indicated by leadership team.

Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations.

Perform additional responsibilities as assigned by leadership including additional ACT responsibilities such as Warranty Box, Ven-Invoice, spreadsheets and Macros 55 and 40.

Skills: Intermediate computer literacy and ability to type 25 words per minute; exceptional customer service and communication skills; ability to multitask and handle high call volume; ability to work scheduled shift with flexibility to cover other shifts.

Education: High School Diploma or GED.

Experience Required: Customer service experience required. call center experience preferred; mechanical experience a plus.

Position Requirements

Intermediate computer literacy and ability to type 25 words per minute; exceptional customer service and communication skills; ability to multitask and handle high call volume; ability to work scheduled shift with flexibility to cover other shifts.

Required Education

High School Diploma or GED.

Required Experience

Customer service experience required. call center experience preferred; mechanical experience a plus.

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Company info

Central Refrigerated Service, Inc.
Website : http://www.centralref.com

Company Profile
Swift Transportation began operations in 1966 transporting imported steel through the ports of Los Angeles to Arizona and Arizona cotton for export back through to Southern California. Jerry Moyes, founder, began with the same entrepreneurial, can-do spirit that is one of Swift’s core values today. The original operation was conducted under the name of Common Market. Operating authority was purchased from a descendant of the Swift Meat Packing family, hence, today’s name of Swift Transportation. Jerry, with his father, brother and a partner, grew the business, with typical start up challenges, to a $25 million annual revenue in 1984. With the passing of Jerry’s father, Carl Moyes, Jerry became the sole owner. By 1990, Swift had grown to a $125 million carrier with 800 trucks. Swift’s significant revenue growth is attributable to internal growth with existing customers as well as acquisitions. Since 1988, Swift has acquired 13 different motor carriers. Today, Swift generates over $4 billion in revenue and operates nearly 20,000 trucks. Swift’s terminal network has grown to over forty full service facilities in both the continental United States and Mexico. Swift owns 100% of Trans-Mex, a Nuevo Laredo, Mexico based carrier. Swift offers border crossing services at all major Mexican border crossings. Swift maintains a presence in every Canadian province each day. Swift is unquestionably the largest full-truckload motor carrier in North America.